Jira Enterprise Cloud Support, Licensing and Access Bugs.

[Oliver Wemyss]

Hello all, not to vent publicly but looking for constructive feedback. I am curious about others' experience rolling out Enterprise cloud.  The speed at which you get support around licensing requests for additional sites and bugs as an example, it seems like the licensing system was an afterthought.

We recently moved from Server to a multi-site Jira enterprise cloud setup. The reasoning around this was simple, we have functional orgs Eng, Support, Finance & General User(All) and we want to tailor our sites and apps around functions, allowing us to buy more apps for each orgs functional cases at better value.

As a new cloud customer, we have found the response time from the licensing or any support issues takes far longer than expected. I have also had multiple issues with Atlassian access bugs in UI that are concerning. The issues seem to have a constant theme around the UI saying one thing,  and logs and functionality showing another thing. Like "Default" policies not being applied as the default to new users provisioned through OKTA or the list of users in policies doesn’t match those that are able to use those auth methods not showing in the list for that policy(fixed already).

Another issue is sandboxes and getting licensing error messages... or messages in the bottom left corner in ADMIN saying "something went wrong - Please try again later" with no details as to what went wrong. 

Again, I am not trying to be over critical, but I do wonder if this product is ready for prime time.

Is this just us or are others having similar issues?